Tenisha Thomas
Tampa
Summary
Detail-oriented Patient Access Representative with a strong background in customer service and team leadership. Expertise in issue resolution and quality assurance enhances client satisfaction. Skilled in cash handling and CRM software, fostering collaboration that drives operational success. Contributes to patient care through diverse administrative functions with a focus on diplomacy and problem-solving.
Overview
18
18
years of professional experience
Work History
Patient Access Associate
Baptist Health South Florida
Miami
02.2024 - Current
- Assisted with check in/out processes while verifying insurance and billing, ensuring accuracy.
- Collaborated with physician as scheduling support associate, streamlining appointment management.
- Facilitated communication with patients to ensure seamless support in person and over the phone.
- Provided secretarial support to patients upon arrival, enhancing patient experience.
Associate Team Leader
H&r Block
Winter Haven
12.2021 - Current
- Promoted to leadership position for strong work ethic, enhancing team customer service standards.
- Delegated daily tasks to team members, improving overall group productivity and workflow.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Kept work areas clean, neat, and free of safety hazards to maximize efficiency.
- Fostered positive employee relationships through effective communication and tailored training initiatives.
- Conducted inspections of equipment before, during, and after shifts to prevent project delays and resolve issues.
Customer Service Associate
Pinnacle Sales Group
Lake Hamilton
03.2022 - 01.2024
- Provided customer service for inbound calls, transferring them to appropriate departments.
- Entered orders received via email into the database for processing.
- Assisted with front desk operations to ensure smooth customer interactions.
Manager
Dollar Tree
Winter Haven
06.2021 - 12.2021
- Recruited and hired qualified candidates to fill open positions.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Trained employees on additional job positions, ensuring coverage and flexibility within team roles.
- Collaborated with staff to enhance customer satisfaction and streamline procedures, contributing to improved profitability.
- Greeted and encouraged feedback from customers to implement in-store operational changes.
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
Insurance Specialist III
Assurant
Miami
06.2012 - 08.2020
- Utilized company systems such as Live Support to complete tasks efficiently and meet deadlines.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Greeted customers and processed cash and credit transactions to ensure a positive shopping experience.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
- Assisted in the managing of the company database and verified, edited and modified members' information.
- Accepted inbound calls from customers to process payments, corrections, endorsements and cancellations.
- Advised clients on covered perils for renters policies and delivered policy documents for clarity and understanding.
Technical Support/Helpdesk
Alorica
Miami
12.2011 - 06.2012
- Provided product support to customers, resolving inquiries and enhancing user experience.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Travel Concierge
Interval International
Miami
11.2007 - 08.2011
- Facilitated vacation bookings for Hyatt Vacation Club owners, ensuring personalized service and satisfaction.
- Conducted account audits, supervised agents, and coached underperforming team members to enhance quality assurance scores.
- Coordinated travel itineraries for clients, ensuring seamless experiences.
- Researched and recommended destinations based on client preferences.
- Managed bookings for accommodations, transportation, and activities.
Education
Associate of Science - Business Administration
Miami Dade College
Miami, FL06.2007
High School Diploma -
Miami Southridge Senior
Miami, FL06-2003
Skills
- Medical terminology
- HIPAA
- Medical records
- EMR systems
- Quality assurance
- Quality Improvement
- Cash handling
- Order entry
- Clerical
- Clerical experience
- Front desk
- Call center management
- Salesforce
- CRM software
- Customer service
- Order fulfillment
- EDI
- Typing
- Time management
- Issue resolution
- Experience in leadership
- Supervising experience
- Team Supervision Improvement plan knowledge
- Working collaboratively
- People skills
- EMR systems
- Time management
Timeline
Patient Access Associate
Baptist Health South Florida
02.2024 - Current
Customer Service Associate
Pinnacle Sales Group
03.2022 - 01.2024
Associate Team Leader
H&r Block
12.2021 - Current
Manager
Dollar Tree
06.2021 - 12.2021
Insurance Specialist III
Assurant
06.2012 - 08.2020
Technical Support/Helpdesk
Alorica
12.2011 - 06.2012
Travel Concierge
Interval International
11.2007 - 08.2011
Associate of Science - Business Administration
Miami Dade College
High School Diploma -
Miami Southridge Senior